IT Service Leader: Elevate Employee Tech Experience

granger-construction; Lansing (MI); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) match

Volunteer Time Off

Career development

Continuous learning

Job summary

Granger Construction is seeking an IT Service Manager to lead our technology service experience and support employees across offices and jobsites. You will drive IT service delivery, resolve incidents promptly, and continuously improve ITSM processes to align with business priorities.

The role requires 7+ years in IT and 3+ years in leadership, with strong ITIL, vendor management, and budget skills. You will foster a customer-first culture and guide a skilled Service Desk team toward operational

Qualifications

• 7+ years of progressive IT experience.
• 3+ years of leadership in Service Desk, IT Operations, Service Delivery, or ITSM.
• Experience leading customer-focused technology support teams.
• Strong understanding of ITSM principles and ITIL best practices.
• Experience with ITSM platforms such as Freshservice, ServiceNow, Jira Service Management.
• Experience developing SLAs, service metrics, dashboards, and operational reporting.
• Experience managing vendor relationships, technology procurement, and budgets.
• Strong communication and relationship-building skills.
• Proven ability to improve service delivery through process improvement and operational excellence.

Responsibilities

• Lead day-to-day IT service delivery across the organization.
• Ensure incidents, requests, and escalations are resolved efficiently and professionally.
• Develop, implement, and continuously improve IT Service Management (ITSM) processes, workflows, and service standards.
• Lead and develop Service Desk team members.
• Champion a customer-first culture within IT.
• Monitor service metrics, KPIs, dashboards, and performance trends.
• Oversee end-user computing and technology asset lifecycle management.
• Manage technology-related budgets, purchasing, and vendor relationships.
• Collaborate with business leaders to align technology services with organizational priorities.
• Drive continuous improvement initiatives that enhance the employee experience.

Skills

IT leadership

ITIL/ITSM

Vendor management

ServiceNow

Freshservice

Jira Service Management

Tools

Freshservice

ServiceNow

Jira

ITSM

Job description

Granger Construction is seeking an IT Service Manager to lead our technology service experience and support employees across offices and jobsites. You will drive IT service delivery, resolve incidents promptly, and continuously improve ITSM processes to align with business priorities.

The role requires 7+ years in IT and 3+ years in leadership, with strong ITIL, vendor management, and budget skills. You will foster a customer-first culture and guide a skilled Service Desk team toward operational